The Health Products and Solutions Operation currently has an opening for a UCC Network Engineer to support a large healthcare contract in Rockville, MD. This position is contingent on contract award.
Provide ongoing engineering support for the customer UCC solution. The UCC solution integrates Voice over IP (VoIP), Unified Messaging, Instant Messaging amp; Presence (IM amp;P), and Web and Video Conferencing services to streamline how HHS users and customers communicate and collaborate regardless of location. <?xml:namespace prefix = "o" ns = "urn:schemas-microsoft-com:office:office" />
Support the planning and refresh of government-furnished UCC assets based on the customer's standard refresh cycle.
In conducting UCC Engineering Planning:
Develop and deliver recommendations for improving the current UCC architecture and technology solutions that best meets the customer's business requirements.
Based on approved government approved recommendations, develop and deliver a product roadmap for the UCC solution detailing a time-phased implementation path for government approved architecture and technology future feature sets for UCC migration from current to target state technology.
For all approved UCC migration projects, deliver a project plan of activities, milestones, and timelines project completion.
In conducting UCC Engineering Design and Implementation:
Design, develop, test, and support implementation of approved changes to the UCC architecture and technology.
Support the deployment, management, communication, and reporting on activities related to government-furnished UCC technology refresh equipment; deliver a monthly status report.
Produce a UCC Training Plan that describes the training method, delivery, schedule and curriculum, and the required materials and resources, for customer review, comment, approval, and signoff. The Government will provide comments, which shall be incorporated in the final Training Plan.
Upon government approval of the UCC Training Plan, develop UCC instructional training content suitable for delivery using in person classroom and online, a web-based methods. Provide to the customer both the draft and final training deliverables in MS Word format, and any required briefings/presentations in MS PowerPoint format.
Provide UCC Tier 3 support in coordination with the Service Desk (and using the government furnished Service Management System and standard escalation procedures) to resolve relevant incidents and problems to include logging and reporting each user trouble call, regularly providing customers with status updates, and successfully closing out incidents on a priority ranking basis. This shall include monitoring the relevant ticketing queues and troubleshooting and resolving UCC-related service requests, incidents, and problems. The Contractor shall report on Tier 3 support monthly.
Deliver a root cause analysis document for each Severity 1 incident escalated to Tier 3 resolved in accordance with SLAs.
Ensure all UCC deliverables, documentation, and artifacts adhere to the HHS EPLC policies, processes, and templates.
Basic Qualifications:Bachelor’s degree and 8 years of general experience or equivalent experience in lieu of degree.
Candidate must have significant experience in designing, building, and operating Cisco Unified Communication Manager systems in a large production environment and must demonstrate a strong understanding of related technologies. Candidate must be able to design, configure, troubleshoot and document at least several of the following as they relate to collaboration solutions:
• Cisco Collaboration infrastructure (Basic configuration of routers/switches/Services)
• CISCO Unified Communication Manager
• Cisco IOS UC Applications and Features
• Quality of Service QoS and Security in Cisco Collaboration Solutions
• Cisco telepresence products including Cisco Telepresence Management Suite, Multipoint Control Units, Video Communications Servers, ISDN Gateways, Telepresence Content Servers, and Cisco endpoints.
• BS degree from an accredited university
• CCNP – Collaboration certification is expected. CCIE preferred.